Achieve Slam Dunk Success in the Contact Center with Agent Training

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Slam Dunk

In the contact center, supervisors and managers often run into similar situations. Most agents go through an initial training when hired, but over time they may forget some of the tactics they learned or realize they need more knowledge about a certain topic or software program. With everyone operating at different levels, it can be challenging to provide consistent, high-quality service to every customer who reaches out to you.

KPI Conformance, not Performance

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KPI Conformance

“Key Performance Indicators” (KPIs) is a term commonly heard within the Service Assurance domain. KPIs are used by most Service Providers use to align their internal departmental goals and metrics with the experience delivered to their customers or subscriber base. That said, there is much debate as to how effective KPIs are, even those that are […]

If at First You Don’t Succeed, Test, Test Again

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Test Failure

In one recent test Empirix was involved with, callers were complaining about long connection times and poor voice quality during a storm. The company involved conducted a test of its SBC to better understand the origin of the issue. During the test process, the organization discovered that, while having a registration flood of 10,000 concurrent SIP registrations, SIP call setup time doubled. Moreover, jitter increased on the SBC.

Analyze This! The PACE Conference in NYC

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New York City

I recently attended the Professional Association for Customer Engagement (PACE) in NYC. There was great energy in the room throughout the day as over 100 users, vendors and partners explored trends and opportunities in the CRM and contact center market segment in the NYC area. Two noteworthy trends were discussed throughout the day: cloud and […]

End-to-End Testing to the Agent Desktop

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Agent Desktop

Now that you’ve completed infrastructure, SBC and IVR testing, let’s take a look at the last segments of the end-to-end test best practice: CTI Data and Routing testing, and Agent Desktop Integration. CTI Data and Routing Testing CTI Data and Routing testing measures the capabilities and accuracy of the link between your IVR system and […]